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BMC Helix ITSM allows customers to manage service requests, incidents, change requests, tasks, problem investigations, known errors and work order tickets.

Cortex XSOAR interfaces with BMC Helix ITSM to help streamline security-related service management and IT operations.

What does this pack do?

Views, creates, updates, or deletes a BMC Helix ITSM ticket directly from Cortex XSOAR.
Views, creates, updates, and deletes records from the BMC Helix ITSM Users, Companies, and Ticket templates tables.
Fetches BMC Helix ITSM tickets.
Mirrors incoming BMC Helix ITSM tickets in Cortex XSOAR.
Mirrors Cortex XSOAR tickets in BMC Helix ITSM.
Supports service request, incident, change request, task, problem investigation, known error and work order ticket types.

Pack Contributors:

Ryan McVicar

Contributions are welcome and appreciated. For more info, visit our Contribution Guide.

Cortex interfaces with BMC Helix ITSM to help streamline security-related service management and IT operations.

What does this pack do?

Views, creates, updates, or deletes a BMC Helix ITSM ticket directly from Cortex.
Views, creates, updates, and deletes records from the BMC Helix ITSM Users, Companies, and Ticket templates tables.
Fetches BMC Helix ITSM tickets.
Mirrors incoming BMC Helix ITSM tickets in Cortex.
Mirrors Cortex tickets in BMC Helix ITSM.
Supports service request, incident, change request, task, problem investigation, known error and work order ticket types.

Pack Contributors:

Ryan McVicar

Contributions are welcome and appreciated. For more info, visit our Contribution Guide.

Classifiers

Name	Description
BMC ITSM Classifier
BMC ITSM Incoming Mapper
BMC ITSM Outgoing Mapper

Incident Fields

Name	Description
BmcITSM VIP Flag
BmcITSM Status Reason	Since each ticket type has its own unique set of status reasons, select only reasons that match the current ticket type(s)
BmcITSM Contact Sensitivity
BmcITSM Impact
BmcITSM Display ID
BmcITSM Request ID
BmcITSM Submitter
BmcITSM Assignee
BmcITSM Customer
BmcITSM Risk Level
BmcITSM Requester
BmcITSM Sub-Type
BmcITSM Reason For Change

Incident Types

Name	Description
BMC Task
BMC Service Request
BMC Problem – Known Error
BMC Work Order
BMC Incident
BMC Problem Investigation incident
BMC Change-Request

Integrations

Name	Description
BMC Helix ITSM	BMC Helix ITSM integration enables customers to manage service request, incident, change request, task, problem investigation, known error and work order tickets.

Layouts

Name	Description
BMC ITSM Layout

Classifiers

Name	Description
BMC ITSM Classifier
BMC ITSM Outgoing Mapper
BMC ITSM Incoming Mapper

Incident Fields

Name	Description
BmcITSM Impact
BmcITSM Request ID
BmcITSM Sub-Type
BmcITSM Requester
BmcITSM Risk Level
BmcITSM Display ID
BmcITSM VIP Flag
BmcITSM Customer
BmcITSM Status Reason	Since each ticket type has its own unique set of status reasons, select only reasons that match the current ticket type(s)
BmcITSM Submitter
BmcITSM Assignee
BmcITSM Reason For Change
BmcITSM Contact Sensitivity

Incident Types

Name	Description
BMC Work Order
BMC Incident
BMC Task
BMC Problem – Known Error
BMC Change-Request
BMC Problem Investigation incident
BMC Service Request

Integrations

Name	Description
BMC Helix ITSM	BMC Helix ITSM integration enables customers to manage service request, incident, change request, task, problem investigation, known error and work order tickets.

Required Content Packs (2)

Pack Name	Pack By
Base	By: Cortex XSOAR
Filters And Transformers	By: Cortex XSOAR

Optional Content Packs (1)

Pack Name	Pack By
Common Types	By: Cortex XSOAR

All level dependencies (3)

Pack Name	Pack By
Base	By: Cortex XSOAR
Filters And Transformers	By: Cortex XSOAR
Aggregated Scripts	By: Cortex XSOAR

1.0.47 - 8111918 (April 6, 2026)

Incident Fields

BmcITSM Assignee
Fixed an issue where the field was not populated by the default mapper due a discrepancy in the table column keys.
BmcITSM Customer
Fixed an issue where the field was not populated by the default mapper due a discrepancy in the table column keys.
BmcITSM Requester
Fixed an issue where the field was not populated by the default mapper due a discrepancy in the table column keys.

Integrations

BMC Helix ITSM

Fixed an issue where the internal name mapping corresponding to the BmcITSM Assignee, BmcITSM Customer, and BmcITSM Requester incident fields.
Updated the Docker image to: demisto/python3:3.12.13.7444307.

Mappers

BMC ITSM Incoming Mapper

Fixed an issue where null values prevented proper mapping of the BmcITSM Assignee, BmcITSM Customer, and BmcITSM Requester incident fields.

Related pull requests:
- 43749
- 43448

Download

1.0.46 - 7850318 (March 23, 2026)

Documentation and metadata improvements.

Related pull requests:
- 43567

Download

1.0.45 - R7448282 (March 5, 2026)

Integrations

BMC Helix ITSM

Fixed an issue where the company argument was not populated in the bmc-itsm-incident-update command.

Related pull requests:
- 43231

Download

1.0.44 - 6862084 (January 25, 2026)

Integrations

BMC Helix ITSM

Added the provider field to the BmcITSM integration.

Related pull requests:
- 42786

Download

1.0.43 - 6781456 (January 19, 2026)

Integrations

BMC Helix ITSM

Added new commands:
- bmc-itsm-worklog-add.
- bmc-itsm-worklog-list.
- bmc-itsm-ticket-create-relationship.
- bmc-itsm-worklog-attachment-get.
Added support for fetching worklogs.
Fixed an issue where resolved tickets would stay open.

Related pull requests:
- 42159
- 42574

Download

1.0.42 - 6362958 (December 21, 2025)

Integrations

BMC Helix ITSM

Updated the bmc-itsm-task-create command to make the following arguments optional when using a template: summary, details, root_ticket_type, root_request_id, status, priority, and location_company.
Updated the Docker image to: demisto/python3:3.12.12.6204436.

Related pull requests:
- 42314

Download

1.0.41 - 5801457 (November 10, 2025)

Integrations

BMC Helix ITSM

Updated the bmc-itsm-incident-create command to make the following arguments optional when using a template: first_name, last_name, status, urgency, and impact.
Added validation to ensure required arguments are provided when creating an incident without a template.

Related pull requests:
- 41836

Download

1.0.40 - R5740182 (November 5, 2025)

Mappers

BMC ITSM Incoming Mapper

Fix the BMC Incident Incoming Mapper to include all fields.

Related pull requests:
- 41769
- 41715

Download

1.0.38 - 5620515 (October 28, 2025)

Integrations

BMC Helix ITSM

Fixed an issue where the Detailed Decription field was not being updated when using the bmc-itsm-incident-update command with the detailed_description argument.

Related pull requests:
- 41650

Download

1.0.37 - 5538136 (October 23, 2025)

Incident Fields

BmcITSM Reason For Change
Updated the BmcITSM Reason For Change incident field to be searchable.
BmcITSM Submitter
Updated the BmcITSM Submitter incident field to be searchable.
BmcITSM Assignee
Updated the BmcITSM Assignee incident field to be searchable.
BmcITSM Requester
Updated the BmcITSM Requester incident field to be searchable.
BmcITSM Impact
Updated the BmcITSM Impact incident field to be searchable.
BmcITSM Status Reason
Updated the BmcITSM Status Reason incident field to be searchable.
BmcITSM Sub-Type
Updated the BmcITSM Sub-Type incident field to be searchable.
BmcITSM Risk Level
Updated the BmcITSM Risk Level incident field to be searchable.
BmcITSM Request ID
Updated the BmcITSM Request ID incident field to be searchable.
BmcITSM Customer
Updated the BmcITSM Customer incident field to be searchable.
BmcITSM Display ID
Updated the BmcITSM Display ID incident field to be searchable.
BmcITSM Contact Sensitivity
Updated the BmcITSM Contact Sensitivity incident field to be searchable.
BmcITSM VIP Flag
Updated the BmcITSM VIP Flag incident field to be searchable.

Related pull requests:
- 41635

Download

1.0.36 - 5479140 (October 20, 2025)

Integrations

BMC Helix ITSM

Fixed an issue where the details field was not being updated when using the bmc-itsm-incident-update command with the detailed_description argument.
Updated the Docker image to: demisto/python3:3.12.11.4819260.

Related pull requests:
- 41585

Download

1.0.35 - 5469292 (October 20, 2025)

Incident Fields

BmcITSM Contact Sensitivity
Add aliases to the BmcITSM Sensitivity incident field.
BmcITSM Requester
Add aliases to the BmcITSM Requester incident field.
BmcITSM Submitter
Add aliases to the BmcITSM Submitter incident field.
BmcITSM Assignee
Add aliases to the BmcITSM Assignee incident field.
BmcITSM Display ID
Add aliases to the BmcITSM Display ID incident field.
BmcITSM VIP Flag
Add aliases to the BmcITSM VIP Flag incident field.
BmcITSM Impact
Add aliases to the BmcITSM Impact incident field.
BmcITSM Sub-Type
Add aliases to the BmcITSM Sub-Type incident field.
BmcITSM Reason For Change
Add aliases to the BmcITSM Reason For Change incident field.
BmcITSM Status Reason
Add aliases to the BmcITSM Status Reason incident field.
BmcITSM Request ID
Add aliases to the BmcITSM Request ID incident field.
BmcITSM Risk Level
Add aliases to the BmcITSM Risk Level incident field.
BmcITSM Customer
Add aliases to the BmcITSM Customer incident field.

Related pull requests:
- 41583
- 41574
- 41562

Download

1.0.34 - 5315203 (October 8, 2025)

Incident Fields

BmcITSM Request ID
Add aliases to the BmcITSM Request ID incident field.
BmcITSM Display ID
Add aliases to the BmcITSM Display ID incident field.

Related pull requests:
- 41478

Download

1.0.33 - 4096037 (July 8, 2025)

Integrations

BMC Helix ITSM

Updated the Docker image to: demisto/python3:3.12.8.3296088.

Related pull requests:
- 40498

Download

1.0.32 - 3769759 (June 12, 2025)

Integrations

BMC Helix ITSM

Documentation and metadata improvements.

Related pull requests:
- 40195

Download

1.0.31 - R3318350 (May 6, 2025)

Integrations

BMC Helix ITSM

Metadata and documentation improvements.

Related pull requests:
- 39090

Download

1.0.47 - 8111918 (April 6, 2026)

Incident Fields

BmcITSM Assignee
Fixed an issue where the field was not populated by the default mapper due a discrepancy in the table column keys.
BmcITSM Customer
Fixed an issue where the field was not populated by the default mapper due a discrepancy in the table column keys.
BmcITSM Requester
Fixed an issue where the field was not populated by the default mapper due a discrepancy in the table column keys.

Integrations

BMC Helix ITSM

Fixed an issue where the internal name mapping corresponding to the BmcITSM Assignee, BmcITSM Customer, and BmcITSM Requester incident fields.
Updated the Docker image to: demisto/python3:3.12.13.7444307.

Mappers

BMC ITSM Incoming Mapper

Fixed an issue where null values prevented proper mapping of the BmcITSM Assignee, BmcITSM Customer, and BmcITSM Requester incident fields.

Related pull requests:
- 43749
- 43448

Download

1.0.46 - 7850318 (March 23, 2026)

Documentation and metadata improvements.

Related pull requests:
- 43567

Download

1.0.45 - R7448282 (March 5, 2026)

Integrations

BMC Helix ITSM

Fixed an issue where the company argument was not populated in the bmc-itsm-incident-update command.

Related pull requests:
- 43231

Download

1.0.44 - 6862084 (January 25, 2026)

Integrations

BMC Helix ITSM

Added the provider field to the BmcITSM integration.

Related pull requests:
- 42786

Download

1.0.43 - 6781456 (January 19, 2026)

Integrations

BMC Helix ITSM

Added new commands:
- bmc-itsm-worklog-add.
- bmc-itsm-worklog-list.
- bmc-itsm-ticket-create-relationship.
- bmc-itsm-worklog-attachment-get.
Added support for fetching worklogs.
Fixed an issue where resolved tickets would stay open.

Related pull requests:
- 42159
- 42574

Download

1.0.42 - 6362958 (December 21, 2025)

Integrations

BMC Helix ITSM

Updated the bmc-itsm-task-create command to make the following arguments optional when using a template: summary, details, root_ticket_type, root_request_id, status, priority, and location_company.
Updated the Docker image to: demisto/python3:3.12.12.6204436.

Related pull requests:
- 42314

Download

1.0.41 - 5801457 (November 10, 2025)

Integrations

BMC Helix ITSM

Updated the bmc-itsm-incident-create command to make the following arguments optional when using a template: first_name, last_name, status, urgency, and impact.
Added validation to ensure required arguments are provided when creating an incident without a template.

Related pull requests:
- 41836

Download

1.0.40 - R5740182 (November 5, 2025)

Mappers

BMC ITSM Incoming Mapper

Fix the BMC Incident Incoming Mapper to include all fields.

Related pull requests:
- 41715
- 41769

Download

1.0.38 - 5620515 (October 28, 2025)

Integrations

BMC Helix ITSM

Fixed an issue where the Detailed Decription field was not being updated when using the bmc-itsm-incident-update command with the detailed_description argument.

Related pull requests:
- 41650

Download

1.0.37 - 5538136 (October 23, 2025)

Incident Fields

BmcITSM Reason For Change
Updated the BmcITSM Reason For Change incident field to be searchable.
BmcITSM Submitter
Updated the BmcITSM Submitter incident field to be searchable.
BmcITSM Assignee
Updated the BmcITSM Assignee incident field to be searchable.
BmcITSM Requester
Updated the BmcITSM Requester incident field to be searchable.
BmcITSM Impact
Updated the BmcITSM Impact incident field to be searchable.
BmcITSM Status Reason
Updated the BmcITSM Status Reason incident field to be searchable.
BmcITSM Sub-Type
Updated the BmcITSM Sub-Type incident field to be searchable.
BmcITSM Risk Level
Updated the BmcITSM Risk Level incident field to be searchable.
BmcITSM Request ID
Updated the BmcITSM Request ID incident field to be searchable.
BmcITSM Customer
Updated the BmcITSM Customer incident field to be searchable.
BmcITSM Display ID
Updated the BmcITSM Display ID incident field to be searchable.
BmcITSM Contact Sensitivity
Updated the BmcITSM Contact Sensitivity incident field to be searchable.
BmcITSM VIP Flag
Updated the BmcITSM VIP Flag incident field to be searchable.

Related pull requests:
- 41635

Download

1.0.36 - 5479140 (October 20, 2025)

Integrations

BMC Helix ITSM

Fixed an issue where the details field was not being updated when using the bmc-itsm-incident-update command with the detailed_description argument.
Updated the Docker image to: demisto/python3:3.12.11.4819260.

Related pull requests:
- 41585

Download

1.0.35 - 5460157 (October 19, 2025)

Incident Fields

BmcITSM Contact Sensitivity
Add aliases to the BmcITSM Sensitivity incident field.
BmcITSM Requester
Add aliases to the BmcITSM Requester incident field.
BmcITSM Submitter
Add aliases to the BmcITSM Submitter incident field.
BmcITSM Assignee
Add aliases to the BmcITSM Assignee incident field.
BmcITSM Display ID
Add aliases to the BmcITSM Display ID incident field.
BmcITSM VIP Flag
Add aliases to the BmcITSM VIP Flag incident field.
BmcITSM Impact
Add aliases to the BmcITSM Impact incident field.
BmcITSM Sub-Type
Add aliases to the BmcITSM Sub-Type incident field.
BmcITSM Reason For Change
Add aliases to the BmcITSM Reason For Change incident field.
BmcITSM Status Reason
Add aliases to the BmcITSM Status Reason incident field.
BmcITSM Request ID
Add aliases to the BmcITSM Request ID incident field.
BmcITSM Risk Level
Add aliases to the BmcITSM Risk Level incident field.
BmcITSM Customer
Add aliases to the BmcITSM Customer incident field.

Related pull requests:
- 41583
- 41574
- 41562

Download

1.0.34 - 5315203 (October 8, 2025)

Incident Fields

BmcITSM Request ID
Add aliases to the BmcITSM Request ID incident field.
BmcITSM Display ID
Add aliases to the BmcITSM Display ID incident field.

Related pull requests:
- 41478

Download

1.0.33 - 4096037 (July 8, 2025)

Integrations

BMC Helix ITSM

Updated the Docker image to: demisto/python3:3.12.8.3296088.

Related pull requests:
- 40498

Download

1.0.32 - 3769759 (June 12, 2025)

Integrations

BMC Helix ITSM

Documentation and metadata improvements.

Related pull requests:
- 40195

Download

1.0.31 - R3324525 (May 6, 2025)

Integrations

BMC Helix ITSM

Metadata and documentation improvements.

Related pull requests:
- 39090

Download

PUBLISHER

PLATFORMS

Cortex XSOARCortex XSIAM

INFO

Certification	Certified	Read more
Supported By	Cortex
Created	August 11, 2022
Last Release	April 6, 2026

WORKS WITH THE FOLLOWING INTEGRATIONS:

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